Director, Property & Tenant Relations

ANDMORE is an omnichannel wholesale marketmaker that fuels opportunities for wholesale buyers and sellers to connect, grow and prosper through physical markets, design centers, and digital channels. The company owns and operates more than 20 million square feet of premium event and showroom space, hosting live events in Atlanta, High Point, N.C., Las Vegas, and New York City. By pairing face-to-face events with always-on digital channels, ANDMORE provides truly omnichannel business platforms for its global customer base.

What You'll Do

The Director of Property & Tenant Relations leads, hires, trains, and drives the success of the Property & Tenant Relations team, the primary liaison between the tenants and ANDMORE Operations. This position provides both traditional property management services through close collaboration with other ANDMORE operations teams

• Facilities, Logistics, Tradeshow & Event Operations, Tenant Improvements, and Security. This relationship differentiates ANDMORE in the furnishings, home décor, apparel, and gift industries and keeps tenants loyal to our team and our properties as we ensure each tenant is excited and well-prepared for Market. Each interaction is an opportunity to bring the ANDMORE values and service standards to life.

In addition to overseeing the Property & Tenant Relations team, the Director is also responsible for maintaining personalized and effective relationships between ANDMORE and its tenants. As the primary liaison between ANDMORE and its tenants, the Director is also expected to facilitate showroom tenant improvements, oversees showroom maintenance requests, facilitates showroom access, and assists tenants with market preparation. The Director and their team also works closely with ANDMORE sales and leasing teams to ensure a seamless transition as tenants are on-boarded.

This position also provides accurate tenant information to SLT and ELT Committees as needed and oversees third-party contractors and service providers who provide operational support to the properties (for example, housekeeping, parking, waste management, etc).

Financial Responsibilities

• Ability to assist in the preparation of annual ANDMORE budgets.

• Must understand and interpret basic financial reports.

• Must be able to continuously track performance of budgets, explain variances and possess skills to reforecast costs.

• Ability to analyze the effectiveness of existing programs and recommend revenue-focused initiatives.

• Must work with other ANDMORE departments to create work authorizations for services rendered at the properties.

• Review and approve invoices for work authorized or placed under contract.

Position Responsibilities

• Manage the day-to day operations of the Property & Tenant Relations team, including work schedules, time off, customer service delivery, professional development, and weekly team meetings.

• Perform, adjudicate, and train all duties & responsibilities of a Property & Tenant Relations Manager

• Develop effective and proactive communication plans for tenant messaging, collaborating with Market and Leasing Teams to deliver best in class support.

• Construct and manage shared documentation such as policy & procedure guides, building & exhibitor manuals, action plans, critical path, pre- and post-con documents.

• Participate in recurring meetings with various departments and ensure action items and issues are cascaded between direct reports and Senior Vice President, Operations.

• Lead Tenant Relations team in resolution of tenant issues and service recovery per lease agreements.

• Monitors and tracks response levels to tenant requests and takes corrective actions to ensure efficient and timely follow up occurs with tenants and leasing agents.

• Ensures third party service contractors deliver obligations outlined in contractual agreements and perform at a level that meets or exceeds ANDMORE's standards.

• Educate and instill a strong working knowledge of Tenant leases and Landlord responsibilities among the Operations Team.

• Develop, monitor, and improve tenant move-in/move-out procedures, managing inspections and documentation checklists with various departments.

• Aid Safety Team in educating tenants of fire and life safety code requirements throughout the properties. Coordinates and communicates requirements of fire drills to be conducted semiannually.

• In collaboration with Facilities and Tenant Improvement, conduct initial assessment and notification to permanent tenants in the event of fire, flood, and/or non-compliance findings from City Inspectors, Liens, etc.

• Develop & lead applicable ESG policies and procedures pertaining to energy management, decarbonization, sustainable procurement, recycling initiatives, vendor diversity, etc. for areas and services under management.

• Assist in-house counsel in gathering information for insurance purposes.

• Aid in coordination of work order services from janitorial, maintenance or security items.

• Oversee team communication processes to routinely inspect the property to identify and follow up on repairs or maintenance necessary in building common areas and property grounds.

• Advises leasing team of issues or violations noticed during showroom visits and property tours and recommends corrective action.

• Reviews and administers payment of department invoices in conjunction with SVP, Operations.

• Helps prepares annual operations budget and budget re-forecasts with SVP, Operations

• Tracks monthly expenditures and prepares variance reports with SVP, Operations.

• The Director, as is also expected of the PTRM team, is the go-to person for tenants year-round and ultimately ensures each tenant's experience at Market, and when open on more frequent basis, is successful.

• For their assigned showrooms, the Director is responsible for interacting with tenants to enhance the relationship between both parties. The touch points are organized into five stages: New Tenant Onboarding, Market Preparation, Prior to Show Open, Show Open, Show Close, Off-Market and Move-Out when the lease term ends. Each interaction is an opportunity to bring the ANDMORE values and service standards to life.

Qualifications

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  8 years of management experience in commercial real estate, is highly preferred/recommended

  
  

• Must have exceptional people skills and abilities to deal effectively with conflict

• Excellent customer service skills and the ability to communicate effectively

• Four year college degree or equivalent experience preferred, CPM or CEM designation desirable

• Proficient in Microsoft Office Suite including Excel, Word, PowerPoint, Outlook and MS Dynamics.

• Must be able to work with a wide range of cultures and all levels of tenant team members with minimum supervision and guidance

• Ability to anticipate tenant needs

• Ability to maintain a high level of confidentiality

• Must be detail-oriented

• Physically able to move in and around buildings without assistance

• While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to sit, stand, walk, use hands to handle or feel and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

• Must be technology savvy and be able to quickly learn (and teach) various software applications as it pertains to work orders and ANDMORE's Digital Tools and Products.

• Must be able to work in a fast-paced, high stress environment; maintain physical stamina and positive attitude while working under pressure; self starter, handle multiple events at one time, detail-oriented.

PERSONAL CHARACTERISTICS

• Must have exceptional people skills and abilities to deal effectively with conflict.

• Excellent customer service skills and the ability to communicate effectively in all formats.

• Energy, drive, vision, and credibility to partner with the team whose operational excellence is critical to the success of the company.

• Actively participates in creating and maintaining a work environment and culture that fosters team spirit high with a focus on the achievement of growth and profit objectives.

• Demonstrated ability to influence and work closely with team at all levels within the organization.

• Sensitivity to the business practices, rules and regulations, effective business tactics, and cultural norms of the environment.

• Upbeat and positive attitude with a commitment to winning results.

• Self-motivation and deadline-driven focus.

• Ability to maintain confidentiality and professionalism.

• Exchanges non-routine information using tact and persuasion as appropriate.

• Good oral and written communication skills.

• Must be able to work flexible schedules including weekends.

• Functions to be performed will require the ability to work on-site. Limited flexibility for remote work does exist, at Managers discretion, when there are no active markets or events

ANDMORE Values

• Put The Customer First

• We listen to and respect our customers to deliver exactly what they need.

• Never Give Up

• We act with passion and grit to tackle every challenge that comes our way.

• Live With Integrity

• We put a premium on trust and hold ourselves accountable-no ifs, ands, or buts.

• Serve As A Force For Good

• We value diverse perspectives and support the ecosystems in which we operate.

• Grow Stronger Together

• We collaborate and build connections to create meaningful opportunities.

Why you'll love working at ANDMORE.

Our Team Members are our most critical asset. The foundation for our success is built on teamwork, talent, creativity, hard work, and dedication. Together, we truly have a transformational opportunity to positively impact the industries in which we work. We are pleased to offer a wide array of comprehensive benefit programs and services that you would expect to see at a great company like ANDMORE including competitive medical, dental, vision, EAP, FSA, and 401k Retirement Match to name just a few. There are also a few differentiators like unlimited PTO, paid parental leave, BYOD (cell phone compensation), tuition reimbursement, Workplace Rewards providing discounts to a wide variety of consumer products and services, a "seed" grant of at least $1,000 annually into your Value HSA Plan, and considerably more!

Diversity creates a healthier atmosphere: ANDMORE is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

About ANDMORE

ANDMORE is an omnichannel wholesale marketmaker that fuels opportunities for wholesale buyers and sellers to connect, grow and prosper through physical markets, design centers, and digital channels.

We are unique in that we own and operate the largest wholesale showroom buildings in the world where retailers and designers come to purchase products for their stores or clients - like a shopping mall for wholesalers. We also recognize that purchasing happens all year long, not just during market weeks, so we provide digital opportunities for buyers and sellers to connect anytime, anywhere as customer needs dictate.

ANDMORE is a Blackstone and Fireside Investments portfolio company. For more information, visit www.ANDMORE.com.